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Customer Care hours:
8am – 5pm Monday to Friday
Presale are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a presale order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as it is ready.
For orders that contain a combination of in stock item/s and presale item/s, these will be shipped separately so you receive your in-stock item/s straight away. Presale item/s will be shipped on the date advertised on description. No additional postage charged will be incurred in these circumstances.
The order amount will be captured from your account as soon as your order has been placed. Easy returns – if something doesn’t fit, just return it to us for an exchange or refund.
The following payments are accepted:
Credit card - You can pay by Visa, Mastercard and American Express. Visa and Mastercard are verified by a secure code.
Payment is debited from your card once you place the order.
PayPal - You can choose to pay with credit card or your already registered PayPal® account.
For details on your 14 days right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation.
You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods.
To exercise this right of cancellation:
Contact us by email at email@example.com
Follow the returns instructions as laid out in the Returns and exchanges section of this site.
Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.
If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site.
We recommend that returned goods be sent via insured, traceable delivery for your protection.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
- Item(s) not available
- Difficulty in processing your payment information
- Cannot ship to address provided
- Duplicate order was placed
If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at firstname.lastname@example.org for a recommendation.
Express: Average delivery time: 4 - 8 working days 18€
Deliveries may experience delays. We are sorry for any inconvenience.
Our delivery costs are flat and there are no extra costs at delivery.
DHL is our courier for all shipments. You will receive an email containing your tracking number once your package has been shipped from our Italian warehouse.
Our courier delivers from Monday to Friday during business hours and will make three delivery attempts.
After the third failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address.
You can check the status of your order and track its delivery at any time. Simply enter the order number in the follow your order page or click on the link "track your order" in your shipping confirmation email. You can also find all information related to the order in my account on illuah.com.
The Prices of Products are expressed in Euros, inclusive of taxes and excluding customs duties, for orders outside of the EU that shall be borne by the Customer.
For orders outside of the EU: All applicable duties shall be borne by the customer. Unfortunately, we cannot estimate how much duties you will pay but your local customs should be able to estimate the price.
ILLUAH cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control.
The client service is open from Monday to Saturday 8 am till 4:30 pm excluding holidays:
January 1st (New Year’s Day)
April 13th (Easter Monday)
May 1st (Labour Day)
May 8th (Victory in Europe Day)
May 21st (Ascension Day)
June 1st (Whit Monday)
July 14th (Bastille Day)
November 11th (Armistice Day)
December 25th (Christmas Day)
Our warehouse will be closed on:
January 1st (New Year's Day)
January 6th (Epiphany)
April 12th (Easter)
April 13th (Easter)
April 25th (Liberation Day)
May 1st (Labour Day)
June 2nd (Republic Day)
August 15th (Assumption of Mary)
November 1st (All Saints)
December 8th (Feast of The Immaculate Conception)
December 25th (Christmas Day)
December 26th (St. Stephen’s Day)
Please plan accordingly as orders will not be shipped out on these dates. All orders are processed
automatically and we are unable to expedite or delay shipping times.
Returns & Exchanges
ILLUAH has a 14-day return policy: you have 14 days from when your order is delivered to ship it back to our return centre for a refund or exchange.
- Items must be returned to us in perfect condition accompanied by the return information label.
- Make sure all products are exactly as you received them, with tag and seal still attached.
- All shoes must be tried on a carpeted surface until you have decided to keep them.
- All products that come in their own box, including but not limited to shoes and accessories, must be returned in their original, undamaged box as this is considered part of the product.
- Please make sure to return tall products that come in their own box inside another solid carton box to not damage the original packaging.
Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.) and according to the following shipping conditions. The customer must contact the customer service beforehand via e-mail at email@example.com to obtain a return label and the “Return Authorisation Form” enclosed with the order as well as any information relating to the shipping. No parcel shall be accepted if not asked to the customer service first.
The Product(s) must be returned to:
Via di Casanello 12A
Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of Product(s) are borne by the sender.
In order for the customer service to accept the return, the Product(s) must be returned in full condition in its original packing, undamaged, with its label attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice.
The Customer shall not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties.
ILLUAH cannot be held responsible in the event of loss, theft or damage of the parcel. Parcels for which the Customer’s identification (surname, first name, address and return code) is not possible shall be refused.
On receipt of the Product(s) returned by the Customer, the customer service shall send a confirmation of receipt of the Product by e-mail.
If you would like to exchange your order for a different size, colour or style, please return your item/s to us and simply purchase the new piece separately at illuah.com.
If the complete order is returned the refund will include standard delivery costs from ILLUAH to you. For that purpose, Customer shall insert the delivery invoice indicating the parcel tracking number into the return parcel. ILLUAH shall reimburse the Customer for the sums paid by the same and corresponding to the acquisition of the returned Products (therefore excluding potential customs duties), within a maximum period of 14 days by bank transfer into the account used with the credit card bearing the Customer’s name.
Please note that a deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
If an item received is classified as faulty and was received damaged, you must contact us within 7 days of receipt.
Opening an Account is easy. Simply click "Account" top right of page, or when you place an order, you will be prompted to save your information with your email address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order status and receive emails about your order.
It’s easy to change your account information online, at any time. Simply click My account now to access your account. If you have forgotten your password, click here.
- Your email address serves as a convenient way to receive important information about your order and serves as your online account identification.
- Your account stores information such as order history and your billing and shipping address. It also offers you the ability to track your order(s). The password assures that only you have access to your account information.
Set up My account and customize your preferences. Improve you shopping experience by taking advantage of great benefits.
News and exclusive offers
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Receive important information regarding your order and the capability to track your order up to the moment it arrives.
Save your information to make it easier to find and buy your favourite stuff. Enjoy hassle-free checkout.
Save products for checkout at a later date.
Please contact us to be informed of our closest retailer at firstname.lastname@example.org